# PRISM Plus (Subscription) This document provides answers to frequently asked questions related to subscriptions. *** ## What is PRISM Plus? PRISM Plus is a subscription service. It gives full access to all the premium features of PRISM Live Studio. One subscription covers PRISM Desktop, Mobile, and Lens apps. ## Start PRISM Plus subscription You can subscribe through the PRISM Live mobile app. Open the app and tap the “Plus” button at the top right. Check out the premium benefits. Then tap the “Go to Subscribe” button to start the process. ## Payment methods and billing cycles PRISM Plus supports only in-app purchases via Google or Apple. Before subscribing, make sure your store account has a valid payment method. You can choose between monthly or yearly billing. Billing occurs every month or year, depending on your choice. The billing date is the same as your first payment date. (If that date doesn’t exist in a certain month, billing will be on the last day of that month.) ## Manage (cancel/change) subscription You can manage your subscription in the following ways: * In the PRISM Live mobile app: Top right profile picture > Settings icon next to your nickname > “Manage Subscription” in the settings page * In your app store’s subscription or billing settings * Apple in-app purchases: App Store > Account > Subscriptions * Google in-app purchases: Google Play Store > Account > Payments & Subscriptions ## Change the billing cycle * Apple in-app purchase: * You can change from monthly to yearly (or vice versa) in the subscription settings. * The change will come into effect on the next billing date. * Google in-app purchase: * Cancel your current subscription. After it expires, subscribe again with the new billing cycle. ## If I cancel, will the benefits stop right away? Canceling your subscription via the method above only stops the next billing. You can still use the benefits until the current paid period ends. To avoid the next billing, cancel at least 24 hours before the next renewal date. ## Request a refund * Apple in-app purchase: * Refund requests must go through Apple Support. * Apple makes the decision on refunds based on its policy, which means a refund may not be possible. PRISM Live Studio cannot check the refund status or the reason for rejection. * [Go to Apple Refund Request](https://support.apple.com/118223) * Google in-app purchase: * Refund requests for Google Play in-app purchases must be made via Google Play Store Customer Support and are subject to Google’s refund policy. * [Go to Google Play Refund Request](https://support.google.com/googleplay/answer/15574897?sjid=16102677448771923009-NC) ## Troubleshooting ### I paid but cannot use Plus benefits. Try the following: * iOS: * PRISM Live app > Top right profile > Settings icon > Tap “Restore Subscription” * Android: * Main screen > Tap “PLUS” > Tap “Go to Subscribe” again * If this causes a double payment, the earlier one will be refunded automatically within 3 days. If you still have not been refunded, contact PRISM Live Studio. If the problem persists, contact PRISM Live Studio: * PRISM Live app > Profile > Settings > Contact Us (Select "Subscription Inquiry") ### PRISM Plus subscription not showing in your store account. If you use multiple Apple App Store or Google Play Store accounts, please make sure you're logged in with the store account that was used to purchase the PRISM Plus subscription. (For the Google Play Store, the Google account that was set as the default in the Play Store at the time of the app's installation may have been used for the payment.) ### I started with a free trial, but I was charged immediately. If you were charged immediately after attempting to start a free trial, it may be due to one of the following reasons: 1\) You have previously used a free trial or an active PRISM Plus subscription. * The free trial is offered only once. 2\) According to Google / Apple store policies, you are not eligible for a free trial. * During the final payment process, a charge may occur if the store determines that you are not eligible for a free trial based on its policies. * As PRISM Live Studio cannot access the reason, please contact the customer support of the store you used to check the details and request a refund if necessary. ### I can’t find the account I used to subscribe. If you don’t remember your account, please do the following and contact PRISM Live Studio: * Apple in-app purchase: * Open your receipt email > Find “Order ID” and “Document Number” * Google in-app purchase: * Open your Google Play receipt email > Find “Order Number” ### (iOS) A duplicate payment has occurred. * If a duplicate payment has occurred due to a temporary error during your subscription, a billing information issue, or other related factors, you can request a refund via the link below. * [Go to Apple Refund Request](https://support.apple.com/118223) * Refund requests must go through Apple Support. * Apple makes the decision on refunds based on its policy, which means a refund may not be possible. PRISM Live Studio cannot check the refund status or the reason for rejection. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://guide.prismlive.com/mobile-draft/guides/prism-plus-subscription.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.